US Cellular

March 8, 0pt;"> Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am sincerely sorry for all the inconvenience Ms [redacted] has experienced when trying to receive her Mail in Rebate Customer satisfaction has always been our company’s primary goal, and we appreciate the feedback that Ms [redacted] has provided regarding her experience with U.SCellular® I will be more than happy to research the account and provide assistance In Ms [redacted] ’s complaint she stated she was formerly with [redacted] ***ile, then moved to Humboldt County, CA where there's no [redacted] ***ile store within three hoursShe broke her phone and needed it resolved and she chose to activate service with U.SCellularShe goes on to say; recently there has been commercials saying, get a $rebate when switching overThis sounded good to Ms [redacted] , so she signed up although she was on a fixed income, retired and trying to keep costs down for monthly billsMs [redacted] stated she used a credit card to pay for the phone and elected to opt out of the monthly Device Protection coverageMs [redacted] returned to the store where the manager tried three times to get the rebate approved for Ms [redacted] , to no availMs [redacted] realizes she was supposed to carry the Device Protection, plus finance the phone to be eligible for the rebateShe feels no one told her this information when signing up for serviceMs [redacted] posted her opinion on social media and within hours she was offered a $credit for the inconvenience Ms [redacted] feels this is misleading and advertising and needs to be removed from T.Vand U.SCellular should live up to the offerAlso, she goes on to say the quote where service coverage works "anywhere", is not trueMs [redacted] is very unhappy with this U.SCellular and wants her desired settlement of $as advertised We have reviewed Ms [redacted] ’s complaint and first allow me to thank Ms [redacted] for joining our U.SCellular familyI understand the frustration and disappointment Ms [redacted] is feeling not receiving her rebateAfter reviewing Ms [redacted] ’s account, I confirm she started service on December 4, Our main switcher offer for the time frame she started would qualify her to receive up $per lineShe would first receive a $closed loop promotional card at the point of sale and either a $or $closed loop promotional card sent directly to the customer after validationIn order to receive the full rebate Ms [redacted] would have had to complete the following: New line activation [redacted] Tu(In good, working condition) Number port in (Exception: out of market numbers that cannot be ported) [redacted] activation Shared Connect Retail Installment Device Protection + Ms [redacted] completed four out of the seven listed above The three missing above are the [redacted] Tu(In good, working condition), Retail Installment and Device Protection+ As Ms [redacted] mentioned she was offered a $credit and declinedI show on March 4, we received an email from Ms [redacted] regarding this situation and on March 8, we replayed to her advising we would honor her request or the remaining $With that being said, once the Rebate is approved it will take to weeks for the reprocessing of the card and shipping We greatly apologize for the frustration and disappointment Ms [redacted] has endured during the past communicationsI hope this kind gesture shows Ms [redacted] that we truly appreciate her choosing U.SCellular for her wireless needs and we hope to serve her for many years to comeIn conclusion, we would also like the opportunity to address Ms [redacted] concerns with her coverage as she mentioned our ad, service coverage works "anywhere" Ms [redacted] stated this was an issue and we would ask her to contract our Customer Service Department to troubleshoot the issue furtherShould Ms [redacted] have additional questions, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] K Customer Resolution Support U.SCellular®

November 10, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL 60611Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: N/AThank you for contacting U.S Cellular in reference to the U.SCellular account We have received Ms [redacted] ’s complaint in which she describes she was unable to use her [redacted] modem as it would not work with her new computer Mr [redacted] states that she the device sent in for repair at the instruction of U.SCellular and after months received the modem back At this point, it still did not work as Ms [redacted] describes Her complaint continues by describing that she was advised that she could not cancel her account due to the contract and was required to continue paying for service for a year even though she states it did not work Ms [redacted] states that she was previously advised that she could cancel in June but was then told July and then was told August; and now is advised to troubleshoot the issue instead of cancelling it Finally, Ms [redacted] states that she has already received alternative internet with Charter and has no desire to continue her service The desire resolution from Ms [redacted] is to have the last months non-paid service that have accumulated and future billings to be voided and the service cancelled.We have reviewed Ms [redacted] ’s concerns Because we value the security of our customers’ information, we require the correct account number or cell phone number as listed on the account for verification purposes This was not provided in her submissionPlease advise Ms [redacted] to resubmit this complaint with the information requested above and we will be happy to address her concern at that time Alternatively, she may reach out to our Solutions Consultants Department via our Customer Service Department at 888-944-to discuss the status of her account further We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matterSincerely, [redacted] M.Customer Resolution SupportU.SCellular®

Initial Business Response / [redacted] (1000, 5, 2015/03/05) */ March 5, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] : Thank you for contacting U.SCellular(r) in reference to the above accountWe are in receipt of Mr [redacted] ' correspondenceHe states that he was quoted a $monthly billThat his first bill was $and that after paying half of it we established a payment arrangement that MrStockhus did not agree to, causing the account to get suspended when he was unable to make the paymentAdditionally, he states that one of our Financial Services manager refused to help him by advising Mr [redacted] that he needed to make a payment of $to resume service and that our Financial Services manager hung up on him after repeatedly asking Mr [redacted] why we should help a new customer Ms[redacted] we understand how important it is to stay in touch with friends and family, especially when there are young children depending on our customers' ability to be reached at any timeI am [redacted] to help! Ms[redacted] when Mr [redacted] inquired about his plan and started an account with us on December 12th, he chose a gigabyte Shared Data plan that was at that moment at a promotional price, and breaks down as follows: GB Shared data $ Smartphone Connections $($each) Device Protection+ for both devices $(each) Installment for 1st Device $ Installment for 2nd Device $ Device financing discount $- TOTAL $ (All prices are before fees/taxes) The plan price will drop to $when all of the installments are collected Mr [redacted] ordered the two financed devices on December 12th, effectively starting a tentative account that day and finally activated them on December 15th, 2014, which is the date we started to bill him Ms[redacted] we want to extend our most sincere apologies to Mr [redacted] since we show that initially we did inadvertently use the non-promotional pricing of $for the gigabytes Shared Data offerAdditionally, we did erroneously bill Mr [redacted] a $device activation fee On February 28th, 2015, we credited Mr [redacted] the $($xmonths) difference and corrected our provisioning error while on a separate interaction initiated by Mr [redacted] We have also added a new credit for the incorrectly billed $device activation fee Mr [redacted] First bill was printed and mailed on January 14th of on the total amount of $(fees & taxes included) and it was due by February 8th, Once you include the credit of $and $(tax included) his First Bill balance should have been $ Since Mr [redacted] ' devices were ordered on 12/12/15, his billing cycle starts on the 14th of the month and ends on the 13th of the following monthBecause the devices were activated on February 15th, (one day after his bill cycle start date) a bill for the month of December was not generatedMr [redacted] first bill included services rendered from 12/15/through 2/13/ Mr[redacted] we show that on January 30th we received a call from Mr [redacted] inquiring about the $first bill, and that one of our associates explained the proration and how it effected the balance of the first billUnfortunately, we were unable to identify at that time that we had erroneously placed Mr [redacted] on the $offer and charged him a device activation fee On February 20th, 2015, days after the due date on the bill and while on a generous grace period, we received a payment from Mr [redacted] on the amount of $that applied towards the balance, and during that same interaction, Mr [redacted] set up a payment arrangement for the remaining $that was due by February 27th, extending the grace period for an additional days By February 28th, after not having received the payment that we had arranged, Mr [redacted] services were suspended, which prompted him to call usMr [redacted] did state that day that he needed another days until he got paid and was able to make the paymentHe was advised during that interaction that he needed to pay the remaining balance of $in order to resume servicesMr [redacted] escalated the call to a Financial Service supervisor Mr [redacted] was then advised by our Financial Services supervisor that no more extensions would be given since we had reached the maximum possible extension timeAfter the supervisor made it clear that we could not extend his debt any longer and seeing that Mr [redacted] continued to insist on another exception, our Financial Service supervisor realized we had reached an impasse [redacted] advised he would release the callMr [redacted] placed more calls after that, and upon being advised we needed the $145.64, he made a payment, successfully resuming his servicesOnce services were resumed, our system will charge a penalty of $per line for a suspension due to non-payment for a total additional charge of $ Ms[redacted] We absolutely appreciate Mr [redacted] for choosing to return his business to U.SCellularEven if the first bill balance would have been printed correctly on the amount of $327.75, Mr [redacted] payment of $would have left an unpaid balance of $on the account Ms[redacted] all of our company members receive extensive training on their roleWe know, unfortunately, that provisioning mistakes can be made, but work hard to repair the issue and keep it from happening again in the future We waived Mr [redacted] suspend for non-payment fees for the amount of $and with that final fee reversal and by allowing a day extension on a first bill, we feel that we have done everything we could to help Mr [redacted] We understand how hard it is to stay above water during tough economic times, especially with young childrenWe wish Mr [redacted] nothing but the best and we are [redacted] to have him as a customer! Should Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX, days a week from 6am to 11pm Sincerely, [redacted] Customer Resolution Support U.SCellular

October 31, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate N Wabash Avenue, Suite Chicago, IL 60611Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular® Account Number: [redacted] Thank you for contacting U.S Cellular® in reference to the above account We are in receipt of [redacted] s correspondence regarding her account and the resulting issues and charges upon activation [redacted] states she transferred from [redacted] to U.SCellular® at her local store based on the promise of better rates She then proceeds to list the following six issues causing continuing concerns to her These issues are as follows: [redacted] states U.SCellular® incorrectly listed the account in her middle name of [redacted] rather than her first name of “Frances.” [redacted] further states the first bill she received was more than $300.00.She advises she was told the high cost was due to activation fees of which she advises she was never informed[redacted] s third concern involves a $rebate card offered if U.SCellular® could not offer her service at a cost lower than her [redacted] plan.She advises she was not eligible for the $rebate card because she did not put a protection plan on her phone[redacted] states she was not informed of the need for Device Protection+[redacted] states she had a 4G plan with [redacted] and U.SCellular® ultimately placed her on a 3G plan.She advises as a result she is receiving messages that her data has reached 100% of the limit and she is paying a higher cost[redacted] states U.SCellular® is to pay off [redacted] but has not done so.She advises she is receiving additional late fees assessed by [redacted] which will ultimately result in her having a remaining balance on her [redacted] account.Lastly, [redacted] states she just received her most recent bill which is over $again[redacted] is very frustrated over these numerous issues Her desired resolution is for U.S Cellular® to stand behind the offers made when she originally activated service She further states she is on a fixed income and cannot afford the high bills [redacted] advises she was paying $per month with [redacted] for better service and would not have switched providers had she known of these issues I can definitely understand [redacted] s concerns and frustrations regarding the higher-than expected bills as well as the payoffs for her [redacted] account Each and every penny counts in today’s economy, especially when one is on a limited monthly income There are many variables with each of [redacted] s concerns listed above, and I am very happy to have the opportunity to work with [redacted] and provide details regarding each item For simplicity, I will provide responses to each item in a numbered list[redacted] is correct in her statement that her account has been activated under her middle name of [redacted] rather than her first name of [redacted] ”I want to profusely apologize for this error on our part.I would like to ask [redacted] to visit any U.SCellular® store at her convenience to have this information corrected.She will need to have a government issued photo ID with her (e.g., driver’s license, etc.) when she visits the store[redacted] does not have to return to the same store if a different location is more convenient; any sales associate is able to quickly update the account name.I am sorry to say this is not a situation that may be corrected via correspondence.Due to security and privacy concerns and to ensure we are in compliance with all federal regulations, this information will need to be updated in the store with the proper ID.I apologize once again for this error[redacted] is correct in her statement that her first bill was in excess of $300.00.The total balance on the first bill dated September 2nd was $342.66.There are several factors contributing to these charges, so I will provide a breakdown of each: [redacted] completed activation of her new service for two cell phones and one home phone on August on a 1GB Shared Data (SD) Plan.Since [redacted] changed from the 1GB SD Plan to the 3GB SD Plan on August 6, so she was charged a prorated charge of $for these two days (August – August 5).When [redacted] changed from the 1GB SD Plan to the 3GB SD Plan on August 6, she was billed a prorated charge of $for the period of August – September (end of bill cycle) for the 3GB Shared Data Plan.The monthly billing of $for the 3GB SD Plan for the full month of September – October also appeared on this statement[redacted] exceeded her 3GB SD Plan for the period of August – September by 908.485MB.Due to this overage, she was charged $for the additional tier of data.Please note all of the above information is shown on pages 3-of the September bill.As noted above, [redacted] activated two lines of service on August 4.Line ending was activated with the purchase of a basic at a monthly charge of $30.00.As with the charges described above for the account level, there is a prorated charge and a monthly charge.The prorated charge for August – September for was $28.06, and the standard monthly charge for September – October was $(Page of the September bill).Since [redacted] purchased the Kyocera Dura XA on a Retail Installment Contract (RIC), she qualified to receive a $Basic Phone Discount each month on this line.The discounts of $9.36CR for the prorated period of August – September and $10.00CR for the full month of service for September – October were properly applied[redacted] chose Device Protection+ (DP+) for this line.The proration for DP+ was $for August – September 1, and the $charge for September – October 1.The Retail Installment payment for the Kyocera Dura XA will bill at $each month for a duration of months or until she chooses to pay the remaining balance of the phone.The second line of service activated August was for line ending and is billed a $Smartphone Access Fee each month.Details of these charges are on Page of the September bill[redacted] disputes not receiving a $rebate card.This rebate is a called Guaranteed to Beat Your Plan offer and is offered for [redacted] and Verizon customers.If U.SCellular is unable to match or provide a current offer lower in price than either of these carriers, the customer will receive a $gift card via mail.This card is only provided if we are unable to beat the competitor and the customer does not activate new service.Since [redacted] did activate new service, she did not qualify for this promotional offer[redacted] references her 4G data plan with [redacted] and states we placed her on a 3G plan.This statement involves two different aspects[redacted] was on a 1GB and then moved to a 3GB data package.As with ***, the speed of the U.SCellular® network is 4G/LTE.My review reveals she is receiving 3G and 4G/LTE speeds on her cell phone, and the mobile hotspot has only had usage on 4G/LTE speeds thus far[redacted] is concerned about her rebate for her payoff of the remaining balance with ***.I do want to clarify that we do not directly pay any other carrier.The rebate is in the form of a gift card sent to the customer typically in to weeks after submission.There are two separate situations involved with [redacted] s concerns:After obtaining copies of the contractual paperwork from the store, I find [redacted] did not elect to have the required Device Protection+ for line ending 0183.However, I have confirmed [redacted] added this protection on September 10, and I have submitted a request for an exception for [redacted] ***.I am asking the Rebate Center to honor her [redacted] installment balance payoff of $[redacted] will need to allow time for processing the rebate.If she will allow a few days for the exception request to be approved and her information updated, she may follow the progress of the rebate on www.uscelular.com/rebate.I will also monitor her account to ensure all processes correctly[redacted] also has an Early Termination Fee (ETF) of $for line ending 0112.A separate request is required for each individual line, and I do not see a request submitted for this number.She may visit www.uscellular.com/contractpayoff to submit a request for line ending 0112.I would ask that she complete a rebate form for line ending and upload or mail this with a copy of the [redacted] statement showing the ETF just as she did with line ending 0183.Again, once this is completed successfully, she will need to allow for the processing period and may follow the progress on the site noted above[redacted] s last concern is regarding the more than $balance of her October bill.There are several factors involved in this final balance: The prorated charge for August – September was $37.42, and the full month of service for September – October was $40.00.The iPhone 5s was purchased on a Retail Installment Contract, so the line qualifies for a $Smartphone Discount each month.The application of the discount resulted in a prorated credit of $18.71CR for August – September and the full credit of $20.00CR for September – October 1.The monthly installment of $was applied.This charge will appear on each bill for months or until the full price of the phone has been paid[redacted] also activated line ending as a home phone line of service on August 4.Charges are shown on Page of the September bill.The proration for August – September was $18.71, and the standard full month of service billed for September – October was $20.00.Due to a promotional offer for activating a home phone line of service, [redacted] received credits for of $18.71CR and $20.00CR to offset these charges shown above.This line of service did not cost [redacted] anything other than the $in fees.On August 6, [redacted] chose to activate a new line of service for a mobile hotspot.The hotspot is line ending (Pof the September bill)A charge of $for proration is for August – September 1, and the standard monthly charge of $is shown for September – October 1.All new lines of service are charged with either a $or a $Device Activation Fee (DAF).Since [redacted] purchased each of the cell phones on a Retail Installment Contract, these lines were each assessed a $Device Activation Fee.As a part of the promotional offer at the time of activation, the home phone line (line ending 3450) qualified for waiver of the $Device Activation Fee, so she was not charged the $DAF on this line.Review of [redacted] s account also shows she was not charged with the $DAF when she activated the mobile hotspot on August 6.This charge is normally applied to a new line of service; however, [redacted] received a waived activation for this line.Calculation of all charges and applicable discounts shown above (underlined and in bold and italic) totals $305.47.With the $in data overage discussed earlier included and all applicable taxes and fees added, the final balance of [redacted] s first bill came to $342.66.I have obtained copies of [redacted] s Retail Installment Contracts from the local authorized agent location where she originated her service.Because neither form [redacted] left with in hand has the $Device Activation Fee documented, I have waived both of these fees from [redacted] s account.Total credit is $52.38.This statement contains her standard monthly charges for her data package ($50.00), basic phone ($after RIC discount), smartphone ($after RIC discount), home phone ($20.00), mobile hotspot ($20.00), Data Controls ($2.99), Device Protection+ ($and $8.99), and RIC payments for the devices ($and $22.45).Due to [redacted] adding Device Protection+ to line ending on September 10, there is a prorated charge of $for September – October 1.The home phone line charged $back to the account due to the promotional offer of one month of free service.Because the expectation of only a 30-day period was not clarified at the time of activation, I have credited the $chargeback[redacted] was assessed a $Late Payment Fee for making the payment for the September statement after the due date.The largest contributing factor to this balance is primarily due to $in data overages for the period of September – October 1.As referenced earlier, [redacted] contacted Customer Service and was provided this information, and her plan was ultimately updated to 6GB[redacted] was also given credit for $of the $overage charge while speaking with Customer Service on October 23.With [redacted] s new data package and all features charged and credits applied, she should expect a bill to be $before taxes/fees This quote is based on no additional charges for data overages, product purchases, late payment or restoral fees, etc If [redacted] finds that more data is needed, she could easily upgrade to a 10GB Shared Data Plan While this plan is $higher, her $ discount on line ending would increase to $ Therefore, the additional 4GB of data would ultimately only run $more per month As noted earlier, [redacted] states she is on a fixed income and cannot afford the higher-than-expected bills Her desired resolution is for U.SCellular® to honor the offers made when she activated service I would like to note [redacted] only had three lines of service with ***, and she has opted for four lines with U.S Cellular®; she only had 3GB of data with [redacted] where she elected to have 6GB with U.SCellular®; and only one device was financed with [redacted] while two are financed with our company While the bill will be somewhat higher than her monthly costs with ***, it does include these additional features Once the two devices are paid in full, the monthly billing will drop by $(down to $153.97) I hope the explanations I have offered provide clarification to [redacted] regarding her first two bills I also hope the steps I have taken regarding the waived activation fees, the credit of the $chargeback, and the escalation of the rebate are satisfactory to [redacted] and will restore her trust in our company It is never our intention to mislead a customer in any form or fashion, and I apologize to [redacted] for any and all misunderstandings regarding her new account We are truly grateful she chose U.SCellular® as her wireless provider and hope to have a long relationship in the future I sincerely appreciate working with you on behalf of Ms Mabry Should she have additional questions or concerns, she may contact our Customer Service Department at (888) 944-or by dialing from her cell phone Thank you once again, and I wish you both a wonderful rest of your weekend.Sincerely, [redacted] Customer Resolution SupportU.S Cellular®

November 11th, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations AdvocateN Wabash Avenue Suite Chicago, IL 60611Re: Complaint Number: 10887435Customer’s Name: [redacted] U.S Cellular Account Number: [redacted] Thank you for contacting U.SCellular regarding the above account We are in receipt of Mr [redacted] complaint, wherein he states that he is being charged for services he believed to be free He states that his line was connected to for 75% of the days in which we report him having used gigabytes He states that his service was disconnected before his first bill was due, and that there were no overage charges on that statement Mr [redacted] desired resolution is for U.SCellular to make a public apology for his humiliation.U.S Cellular knows how important it is to stay connected, so I can understand Mr [redacted] distress over finding that his data service has been suspended I have reviewed Mr [redacted] account, and I hope that he will find my information helpful.On October 26th, 2015, the data on Mr [redacted] account was suspended due to excessive usage As stated in our Terms of Service for data usage, U.SCellular reserves the right to limit throughput, at its sole discretion, at any time and without further notice U.SCellular also reserves the right to suspend and/or terminate service, without notice, if a data plan is used in a prohibited manner, or if usage adversely impacts (or potentially impacts) our network or service levels At the point when we suspended service, we showed approximately gigabytes of usage on the account, which greatly exceeded Mr [redacted] gigabyte data package In an effort to prevent further overage, we suspended the data on the account We require the account owner or authorized user to verbally agree to the Terms of Service for data usage before service can be restored I see that Mr [redacted] spoke with us on October 26th, 2015, however he did not agree to the Terms of Service, and therefore his data connection was not restored We spoke with Mr [redacted] in a store on October 27th, 2015, and further discussed the data usage on the account U.S Cellular sends Overage Protection text alerts to our customers when they reach 75% and 100% of their data package Should the customer go on to exceed their data allowance, they are provided with additional gigabytes at the rate of $each, and receive Overage Protection messages again at 75% and 100% of each of these additional gigabytes I see that we sent Mr [redacted] these Overage Protection text messages repeatedly during the time he was using data I regret that Mr [redacted] never called us to discuss any of these messages I have had Mr [redacted] data usage investigated, and we show that the line ending in used approximately gigabytes of data from October 4th, through October 28th, The investigation did not uncover any errors in reporting It did show that the tethering feature on line was used by several devices The tethering feature is a convenient way to voluntarily share data with other devices, and all of the data usage will be recorded on the line with the tethering enabled The investigation showed that a majority of the usage for the device was from streaming videos.While I certainly regret any distress which has been caused by the suspension of Mr [redacted] data, there has been no error on U.SCellular’s part We want our customers to be able to enjoy the use of their data, and we would be happy to discuss ways in which Mr [redacted] can monitor his data usage, so as to prevent this situation from occurring again.At this time, Mr [redacted] service has been suspended due to our not having received the payment of $which was due on October 29th, If Mr [redacted] would like to have his data and phone service restored, he may contact us and agree to the Terms of Service for data usage, and provide payment of the amount which is now past due I sincerely appreciate the opportunity to assist Mr [redacted] , and provide information which I hope is helpful to him Should Mr [redacted] have any further questions, he may contact our Customer Service Department by dialing (888) 944-9400.Sincerely,Laura W.Customer Resolution SupportU.SCellular

October 19th Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: Marge [redacted] U.SCellular Account Number: N/A Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Ms [redacted] ' complaint Ms [redacted] states that she received a phone and had it two days when it stopped working properlyMs [redacted] states that when she called in and was advised that the phone could not be fixedMs [redacted] states that she was also advised that the phone would not be replaced for the amount that she paid for itMs [redacted] states that she had a $Loyalty discount and was advised said discount would not be honoredMs [redacted] states that as such, she was advised that she would have to pay full retail price to replace the phoneMs [redacted] states that instead, she cancelled the accountMs [redacted] states that what she really wanted was a replacement phone Ms [redacted] ' desired resolution is that "they" refused to replace the phone for the amount she paid so "they" cancelled her account We have reviewed Ms [redacted] ' concernsBecause we value the security of our customers' information, we require the correct account number or cell phone number as listed on the account for verification purposesThis was not provided in her submission Please advise Ms [redacted] to resubmit this complaint with the information requested above and we will be happy to address her concern at that timeWe apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter Sincerely, [redacted] T Customer Resolution Support U.SCellular(r)

Initial Business Response / [redacted] (1000, 10, 2014/08/11) */ August 11, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX [redacted] Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI have received Ms [redacted] 's complaint regarding her phoneIn her complaint, she explains that she upgraded her phone to the Samsung Galaxy Sphone in March with a new 2-year contractMs [redacted] states that she has had multiple issues with the phone since purchase and visited the technician in store at least every two monthsAt some point, Ms [redacted] 's phone would not chargeShe states that U.SCellular replaced her phone twice with what she thought would be new phones that turned out to be used phonesAfter receiving the second used phone (which contained dents), two days later the phone screen then cracked and she states that she was advised that it was not insured by Unites States Postal ServiceMs [redacted] continues to explain that her Samsung also began to have issues with charging just as the phone didShe states that upon sending the phone to the manufacturer (Samsung), it was discovered that the issue with the tablet was the charger she was using, which happened to be the same charger used for her phoneAfter finding this out, Ms [redacted] has concluded that the issue was never with the phone itself; however it was with the charger she was using to charge both devicesShe implies that U.SCellular should have caught this issueInstead she states that she was forced to upgrade to another phone with another 2-year contractMs [redacted] 's desired resolution is to be sent a new (un-refurbished) Samsung Galaxy Sand to be let out of her current contract to return to the previous contract In review of Ms [redacted] 's account, I would like to take a moment to apologize for the frustration this issue [redacted] have caused herUnfortunately, once a phone is received due to a warranty exchange it is sent for testing and to be remanufacturedWe have absolutely no way of returning her initial device to her or even knowing if the initial issue was actually due to the charger she was using I see that when Ms [redacted] spoke to our Customer Relations Department on July 22, we advised her of the day excellence guarantee, unfortunately Ms [redacted] did not return her phone within that time frame Our Customer Relations Department again spoke to Ms [redacted] on July 31, and at that time offered to make an exception and allow her to make the line ending [redacted] eligible and waive Device Activation Fee or send another Galaxy Sreplacement phone and allow Ms [redacted] to return the iPhone which would have voided the commitment that was started July 15, that offer was also declined Ms[redacted] , while yes we understand this has been a frustrating situation for Ms [redacted] she did not return the iPhone 5c within the day time frame or agree to return the iPhone 5c when we agreed to make an exception outside of our daysAt this time the commitment terms are valid and will not be waived I understand we were not able to reason Ms [redacted] 's desired resolution but Should Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

I have had my cell phone service with U.SCellular for over years Today I searched the uscellular.com website in need for a new battery because mine dies within hours of removing it from the charger I couldn't find anything on the website about batteries EXCEPT the battery swap program advertised from (which is apparently no longer valid according to the sales representative I called in and spoke to) That specific article is the only thing you can find on their website about getting a new battery yet they tell me the program is no longer available The only way to get a new battery is from the manufacturer which is not stated on the website from anything I can see or find The battery swap plan listed on the website is advertisement, regardless if the representative says it's from 2009, the company should have updated this article to reflect current changesyears later I would like the free battery that is advertised on the website, screenshots of the offers available upon request I did tell the representative I would be contacting the Revdex.com about this but she didn't say anything back to me at all

Initial Business Response / [redacted] (1000, 10, 2014/06/24) */ June 24, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXX-XXX-XXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Mr [redacted] 's correspondence in which he states his wife has had U.SCellular service for many yearsShe had earned enough reward points to upgrade her phone, so they went to the store to process an upgradeHe states she was provided a contract to sign to which she replied that she should not have to sign another contract due to the plan she was onHe states they were told that that was why the reason that the early termination fee field was blank, so she signed getting her new phoneMr [redacted] continues by stating his wife recently decided to change service providers, and noticed an early termination fee of $on her billHe states they called U.SCellular and were hung up on several times, before very rudely being told to go to the store for proof an early termination fee is not owedHe states at this point he called and spoke with a supervisor who informed him that they would have to get a copy of the contract from the store, so they went to the store and submitted the requestThe copy they received back has no value written in the early termination field, so his wife then called back into U.SCellular at which time it was offered to reduce the early termination fee to $Mr [redacted] would like for U.SCellular to acknowledge that an early termination fee is not owed as it was not in the paperwork that his wife signedHe would also like U.SCellular to own up to the mistake and apologize for the stress that this has placed on his wife who is pregnant We have reviewed Mr [redacted] 's concernsUnfortunately, we are unable to provide any account specific information at this time, as Mr [redacted] is not an authorized party on the account in questionBecause we value the security of our customers' information, we will require the account holder either contact us directly or she [redacted] write to the Revdex.com regarding this matterIf she would prefer to allow Mr [redacted] to handle this matter on her behalf, she will need to contact our Customer Service Department directly at X-XXX-XXX-XXXX to add him to her accountWe apologize for any inconvenience we [redacted] have caused and look forward to receiving the needed verification so that we [redacted] proceed in researching this matter Sincerely, [redacted] Customer Resolution Support U.SCellular(r) Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will have my wife add me to the account todayI have spoke with them on the phone and she gave them the OK to speak with me about the account already but I will have her officially add me to the account Final Business Response / [redacted] (4000, 22, 2014/07/18) */ July 18, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] 's rebuttal to our initial response, and I welcome the opportunity to address this for himMr [redacted] desires a waiver of the Early Termination Fee (ETF) based on the fact that the ETF field on his contract was left blank We definitely understand Mr [redacted] 's disenchantment with unexpected charges upon cancelling the accountAfter conducting extensive research on this matter, I have determined that, even though the details regarding how the ETF is charged do appear in the Terms and Conditions, the initial value of the ETF ($350.00) should indeed have been filled in on the Early Termination Fee line on the second page of the contractSince it wasn't in this case, I have applied a credit for the remaining balance of the ETF, in the amount of $Additionally, I have submitted a request to our Payment Control department to get this amount refunded to you as soon as possible We deeply regret any misinformation or misunderstanding, and we genuinely apologize for any inconvenience, frustration, or financial hardship this [redacted] have causedI hope that Mr [redacted] finds this resolution completely acceptable If Mr [redacted] should have any additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Final Consumer Response / [redacted] (4200, 16, 2014/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Attached is a copy of the contractIf you note, all of the "Early termination fee" sections on the front page are $Including the fee for "Early termination fee for data device" I don't understand how a company can give you a contract to sign stating you will owe $for early termination and then turn around and charge you early termination feesThat is not right and we have yet to be provided with any signed documents stating that we agreed to pay early termination feesThe only signed document I have been provided is the one attached clearly stating we will not owe early termination fees My wife paid the $"reduced fee" to get you off her back and protect her credit score but I am not going to let it go when we clearly did not owe you any early termination fee based on the papers we signed

Initial Business Response / [redacted] (1000, 10, 2014/03/11) */ March 11, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite [redacted] Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI have received Mr [redacted] 's complaint in regards to billingHe states that there was a correction that should have been made and has not beenHis complaint further states that he has spent time waiting on the phone to speak with Customer ServiceMr [redacted] 's desired resolution is to see our system be more accurate and our representatives trained to better handle his inquiries without being transferred from person to person Ms [redacted] I would like Mr [redacted] to know how truly saddened we are that he has encountered an undesirable experience with usI know the importance of addressing any issue that may be encounter in a timely mannerIt's especially important when it has already been relayed that an issue would be resolvedI regret to learn that Mr [redacted] is still awaiting a resolution to his concernI would also like to apologize for any lengthy wait times that Mr [redacted] experiencedWe are aware that our Customer Service Department's wait times were certainly higher than and that this was causing some level of frustration for our customersWe are truly saddened by this as we know how important a prompt resolution to our customers' needs isWe have thought outside the box to find more ways to get to our customers soonerWe have and are continuing to hire more associates that are knowledgeable to help reduce this time as wellWhile we know there is still work to be done to get our wait time down, I would like Mr [redacted] to know that it has dramatically increased recently Regrettably, Mr [redacted] 's complaint did not include the specific issue that he is awaiting a resolution forIn review of his account, I have found that he also wrote to the Revdex.com regarding his account in early February regarding his experiences on February 3rd and 4th of Mr [redacted] 's complaint addressed how his account was suspended in error and that he experienced extreme wait times while being transferred between departmentsOn February 6, 2014, we responded to Mr [redacted] 's complaint apologizing for the error as well as the delayed wait times I also show that on February 18, 2014, a call was made to Mr [redacted] from a supervisor in our Financial Services Department in regards to the issues that he experienced on the above listed datesDuring this call, the supervisor discussed the issue that had been encountered regarding the suspension in Mr [redacted] 's service as well as the long wait time he experienced and apologized for the errorHe, at this time, was advised that we are working to resolve the issues with our billing system to prevent issues such as this in the futureIt is documented that Mr [redacted] was thankful for the direct call back On March 6th, 2014, Mr [redacted] contacted us regarding his billing statementI show that during this call the restore from suspension fees were adjusted from Mr [redacted] 's account to correct the error that occurred in FebruaryOn this same day, it is noted that he had questions regarding his billing statement and his questions were answered during these calls After reviewing Mr [redacted] 's account, I was unable to determine if there is a new issue that we should address with his account or if Mr [redacted] is still dissatisfied with the resolution of the issue that occurred in February If he should have a specific concern that he would like us to address further, Mr [redacted] feel free to reach out to us again I would like to let Mr [redacted] know that we are continually evolving our billing system to ensure that we are able to serve our customer with the excellent service that he has grown accustom toWhile the major update that we went through in this past year has caused some unexpected and undesirable side effect for our customers, it is expected that there will be learning curves with something newAs time has passed, our billing system and associates have become more adjusted and is still evolving to excellenceWe thank Mr [redacted] for his patience with us during this transition and ask that he please keep a positive outlook as we continue to address any 'kinks' that may be revealed in the future as we will always work them out for our customers I would like to thank you Ms [redacted] , and also Mr [redacted] for this opportunity to assistShould Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] M Customer Resolution Support U.SCellular(r) Final Consumer Response / [redacted] (4200, 16, 2014/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Finding a payment reversal on your next bill in not an acceptable way to be notifiedUS Cellular as a company when that payment was reversed should have either sent a mailing out notifying the customer or and email/ text to the customer notification about the problem If this company does not have that ability after upgrading and updating their computer systems last year, then they have taken a huge step backwards in customer service Final Business Response / [redacted] (4000, 18, 2014/03/18) */ March 18, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite [redacted] Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] rebuttal stating his dissatisfaction with the method used to notify a payment reversal Ms [redacted] I can understand Mr [redacted] frustration regarding the payment reversal situationI appreciate his feedback and I have forwarded his suggestion to the appropriate leadership groupI am glad to see that the situation has been clarifiedFor future references, I would like to suggest to Mr [redacted] to take advantage of our My Account serviceMr [redacted] can review his payments, balance, bills, and usage, along with other options available which he may find helpfulAs a consumer, I understand that mistakes can happen and I know the importance of keeping all financial matters up to date In closing, I want to thank Mr [redacted] patience demonstrated throughout this matterWe truly appreciate his business and continue to strive to provide him with the level of customer service he deservesAgain, I would like to mention that should Mr [redacted] have additional questions, he may contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2015/08/21) */ August 21, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.S Cellular Account Number: N/A Thank you for contacting U.SCellularWe are in receipt of Ms [redacted] ' correspondenceMs [redacted] ' states that U.SCellular is contacting her multiple times a day and that she has asked U.SCellular to remove any contact information from our system several times We have reviewed Ms [redacted] ' concernsBecause we value the security of our customers' information, we require the correct account number or cell phone number as listed on the account for verification purposesThis was not provided in her submissionIn order for this matter to be resolved we will need an Account Number or Phone Number to access the account Please advise Ms [redacted] to resubmit this complaint with the information requested above and we will be [redacted] to address her concern at that timeWe apologize for any inconvenience we [redacted] have caused and look forward to receiving the needed verification so that we [redacted] proceed in researching this matter Sincerely, [redacted] Customer Resolution Support U.SCellular(r)

Initial Business Response / [redacted] (1000, 10, 2014/04/11) */ April 11, Revdex.com of Chicago Attention: Ms [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] 's correspondence regarding the balance on his accountMr [redacted] states in his correspondence that he has severe overages and that after he paid almost $his service was suspendedMr [redacted] is requesting have an adjustment of $issued to his account Ms [redacted] I can fully understand Mr [redacted] 's concerns regarding his service being suspendedAt U.SCellular we know the importance of staying connected to family and friendsI am [redacted] to review Mr [redacted] 's account to provide information he [redacted] find helpful Our records reflect that Mr [redacted] 's bills have been high due data usageOn February 11, I show that we spoke to the authorized user on the account, and advised that the bills were high due to data usageWe also put a data cap on one of the linesA data cap stops the data from being used once a limit established by the customer has been reachedAlso during this conversation we connected the authorized user to our Financial Services Department regarding possible payment arrangements on the account On February 22, we spoke to Mr [redacted] regarding the balance on the accountWe advised him that he was being charged for data overagesMr [redacted] made a payment on the account, and was connected with our Financial Services Department regarding possible payment arrangements On March 12, we spoke to the authorized user regarding a charge for an early termination fee on the December 11, bill of $We requested to have this charge reversed, and a credit was issued to the account for this charge on March 13, On March 20, Mr [redacted] contacted U.SCellular regarding the service being suspendedWe advised that he had a past due balance of $We advised this charge was before the calling plan had been changed, and the data cap being addedMr [redacted] was unable to make a payment at that timeWe then spoke to the authorized user, and established payment arrangementsOn March 31, we spoke to Mr [redacted] and advised that his past due balance was $418.98, and that receiving a payment on March 29, only addressed part of the past due balanceMr [redacted] then disconnected the call Ms [redacted] please let Mr [redacted] know that I apologize for the frustrations he has experienced with the high billsI would like to explain why his bills have been so highMr [redacted] established service on a six gigabyte data packageHowever on three of his first four bills, he used approximately gigabytes, gigabytes, and gigabytes of data over the six his plan includedDue to this Mr [redacted] was billed $180.00, $720.00, and $in data overagesWe did attempt to work with Mr [redacted] regarding payment arrangements to pay the balance on his accountI also reviewed the usage, and I did not see any errors on the usage that Mr [redacted] used Ms [redacted] Mr [redacted] is requesting an adjustment of $At this time, no errors were found, and I am not able to issue an adjustment for $At this time, Mr [redacted] has a balance on his account of $To make a payment on his account I recommend contacting our Financial Services Department at X-XXX-XXX-XXXXI hope Mr [redacted] finds this information helpful, and I apologize for any frustrations this issue [redacted] cause him Should Mr [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not being honest about these charges I'm sure they would love to keep their money they have gained a bad reputation of over charging and wrongfully billing they have caused us serious distress and where not helpful the last few times we contacted them also after I was told I could pay my outstanding balance of 150.00$ on the 28th of March they proceeded to cut the phones off then when I called they had changed the balance to over 400.00$ they make severe over charges on their accounts and we had several of their staff tell us that they have been having a lot of issues with their billing since October when they changed systems I am not surprised they denied this of course they would not want to take responsibility for their billing mistakes if they did we wouldn't have had this issue in the first place Final Business Response / [redacted] (4000, 14, 2014/04/11) */ April 11, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: Customer's Name: [redacted] U.SCellular Account Number: [redacted] Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr[redacted] 's rebuttal to our response, and I would be more than [redacted] to further assist with this matter In his response, Mr[redacted] states that we were not honest about his charges and wrongfully billed himWe advised him to pay his past due of $by March 28, 2014, and we suspended him anywayWhen he contacted our Customer Service Department we informed him that his balance was over $He feels as if the extreme overage charges were due to billing issues that we have experienced that started when switching systems in October I can certainly understand Mr[redacted] 's concern with his bills being higher than expected due to overage charges, and his services being suspended after making a payment arrangement with our financial services departmentI know that receiving bills that are extremely high due to data overage can be frustrating; however, we do have several options to prevent overage charges from occurringThe customer was sent overage protection messages when he reached 75% of his six gigabyte data package, when he reached 100% and he received a perfection message for each additional $one gigabyte tier he usedAlso, our customers always have the option of checking their usage through My Account, or by calling into our Customer Service Department Additionally, when the customer made a payment of $on March 29, 2014, he still had a past due balance of $that was due on March 27, 2014, this is why the customer was suspended on March 31, 2014, despite his satisfying his payment arrangement for $on March 29,I regret to see that this has happened to our customer, and I sincerely apologize for any inconvenience it [redacted] have causedHe can restore his services by making a payment for the full past due at $ Unfortunately, I am unable to provide Mr[redacted] with his original desired resolution of a $1,credit as all of the overage charges he incurred are valid; also we have applied a total of $1,in credits to the customer's account since he established service with us on October 02, Again, I am truly sorry for any frustration or inconvenience Mr[redacted] has been caused by this situation Should Mr[redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] M Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2015/06/30) */ June 30, Revdex.com of Chicago N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: Jeffery [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of the correspondence from Mr [redacted] stating that in August the decision was made to leave U.SCellularMr [redacted] states that this decision was made due to U.SCellular no longer provided cell service in Chicago where work is locatedMr [redacted] says that a representative on the phone assured them that if the phones were turned in the Early Termination Fee would not be chargedMr [redacted] also says that they were advised that once the numbers were released that the account would automatically cancel and that only the remaining month of August would be owedMr [redacted] goes on to say that a bill was received several months later with the amount nearing $Mr [redacted] also says that all attempts to resolve the matter with U.SCellular have resulted in being told that they would be forced to pay the amount showing dueMr [redacted] continues by saying that the account has since been sent to collections which has also harmed the credit scoreMr [redacted] has requested that the amount due be adjusted to what was originally was told would be owed I would like to first take a moment and apologize for any frustration Mr [redacted] may have experienced while attempting to resolve this matterI appreciate the opportunity Mr [redacted] has given us to research his account and address this matter as well as provide additional information that may be helpful On August 25, Ms [redacted] spoke to U.SCellular regarding canceling servicesAt this time the account was still under contract until December U.SCellular offered to waive the Early Termination Fees as long as the phones were returned in good working orderU.SCellular was advised that there was an intention to take the numbers to another providerWhen the numbers are taken to another provider this automatically cancels the line that is takenOur records show that on August 26, the phones and the Hotspot were returned to a local storeDue to the intention of the numbers being taken to another provider the lines were not canceled Our records show that on September 12, the lines ending in - [redacted] and - [redacted] were taken to another providerIt was at this time that these lines were canceledOn October 29, 2014, Mr [redacted] had visited a store about canceling the remaining line for the HotspotIt was found that this was to have been done when the device was returned in August and was notFor this a credit of $was applied to the account When the phones were returned in August there was a balance of $covering services through September 13, Due to the cell phone numbers being taken to another provider prior to the end of the contract the Early Termination Fees were automatically chargedThese were charges of $with an additional $for taxes on the lines ending in - [redacted] and -***Due to the phones were returned, I have adjusted these chargesThere were also charges totaling $that were applied to the bill dated September 14, for services that were not usedThere were additional remaining charges of $to be adjusted from the bill dated October 14, billAfter the credits for the Early Termination Fees and for services that were not used this has brought the total credit applied to $This has been updated with the collection agency as no payment was received for the August bill After reviewing Mr [redacted] 's account I found that U.SCellular promised to waive the Early Termination Fees that had been chargedIn addition the Hotspot was not canceled when the device was returned and the line was not taken to another carrier resulting in additional charges for services that were not being usedI have adjusted the Early Termination Fees and charges for the two months of services that were charged in our errorThe updated amount has been sent to the collection agencyI encourage Mr [redacted] to contact the collection agency with an updated amount that is owed At U.SCellular(r), it is our goal to provide our customers with the very best in customer satisfactionWe have truly appreciated Mr [redacted] 's business and again regret any inconvenience this situation may have causedShould there be any additional questions regarding this correspondence, please have Mr [redacted] contact our Customer Service Department at [redacted] Sincerely, Jenifer L Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are very grateful that finally US Cellular has responded to our complaints and taken positive actionWe are more than happy to pay the adjusted amount rightfully due, and thank the Revdex.com for their assistance in resolving the matterAlthough it is disappointing that the matter had to be taken so far, we are pleased with this final outcome

Initial Business Response / [redacted] (1000, 10, 2014/02/20) */ February 20, Revdex.com of Chicago Attention: Ms[redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] 's complaint regarding his lifeline discountMr [redacted] states he is supposed to be on a $lifeline planHe also stated that he has contacted us more than times regarding the calling planHe is stating that he was transferred between departments several times regarding the issueHe feels that we have fraudulently and manipulated his bill and attempted to take the payment through auto-paymentMr [redacted] is also stating that auto-payment was shut off, and he then received an email that stated his balance was more than his auto-payment limitMr [redacted] is requesting to have his bills re-rated to the $calling plan, and he wants the calling plan I can certainly understand Mr [redacted] 's concerns about receiving a bill for $I know that receiving a bill this high is frustrating and concerningI am [redacted] to review his account to provide helpful information Ms[redacted] in his complaint Mr [redacted] stated that he requested to be on the $lifeline calling plan, and that he was approved for this planOn October 2, Mr [redacted] was removed from the lifeline program as he had not recertified for the discountOn December 9, Mr [redacted] contacted our Lifeline department due to the discount not being on his accountWe advised that he had not recertifiedThe discount was re-added to the account on December 9, Mr [redacted] was also inquiring about the lifeline calling plan until he was advised that he was unable to keep his current cellular number, and phoneNo changes were made to his account In addition, also on December 9, we advised Mr [redacted] about completing a change of ownership to his dads name to lower the monthly costThis was suggested as Mr [redacted] has two lines on his accountThe calling plan he is requesting is available for only one line on the account On February 15, Mr [redacted] contacted our Customer Service Department regarding the bill being so highWe advised him that no payments had been madeHe again stated he wants to get on a lifeline planWe provided the number to our Lifeline department, and transferred him to our Financial Services DepartmentOur Financial Services Department was unable to complete payment arrangements as the account was suspended for non-paymentWhile the account is suspended we are unable to complete those arrangements Mr [redacted] contacted our Financial Services Department on February 18, to inquire about the account balanceWe advised that the account balance was $ Ms[redacted] I have reviewed Mr [redacted] 's accountOur records reflect that he currently has two lines on our promotional family unlimited calling planThe cost of this calling plan is $per month for two lines of serviceHe also has Device Protection for $per line per month, and a two gigabyte data package for $per month for a total of approximately $per month plus taxesMr [redacted] also has a lifeline discount on his account for $per month In his complaint he states that he requested the $calling planHowever I do not show a request for this calling plan until December 9, Mr [redacted] can take advantage of the $calling planHowever the $calling plan is available for one phone onlyI regret he is unable to have the calling plan on both phones I show that the second phone Mr [redacted] has is a smartphoneThe lowest plan we would offer for this phone would be our $per month planThis plan would give this line unlimited minutes and messaging, and one gigabyte of data per monthThe cost of this plan would be approximately $per monthIf he was to select the $calling plan and the $calling plan plus device protection of $per line per monthThe total of his bill would be approximately $per month plus taxes Mr [redacted] 's account is currently suspended for non-paymentOur records reflect that the last payment Mr [redacted] made was in September of Due to the account being suspended we are unable to change the calling planThe account would need to be brought current to update the calling plansOnce the accounts are brought current we would be [redacted] to update his calling plans Ms[redacted] the difference in the two calling plans is approximately $5.00, and due to the frustrations Mr [redacted] has experienced I have issued a courtesy adjustment of $to his accountThis adjustment will bring his account balance to $I truly apologize for the frustrations this issue has caused Mr [redacted] , and hope this information is helpful Should Mr [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Final Consumer Response / [redacted] (4200, 16, 2014/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a resolution to the obvious dollar bill, if they had looked at the records at allThey would know that I had a "feature phone", on my what? lines look at the records, the other phone was canceled but as usual they dont listen they just glance and type rhetoric, fact that phone the 2nd line a "feature phone" has not been used in about a yearSo is that now part of my bill too and why wasn't that other phone canceled? they can type but can they look at their own records noI might just take them to small claims court and then when the judge takes an objective look at their records as well as mine then I will give up, unless they find someone who has a soul and can read and fix this in the customers favor(fire some dishonest sales/customer service folks) I asked and was not given the services requested, I was misled into a overpriced plan Notice the date on this notice after my phone was canceled and after I found out my autopayment had not been made for or more months and after I found out that I was being charged a fortune for a plan I didnt want and another phone I havent used in a year no one has it doesnt even have a bettery and the one I used so what what it was you could have helped me get the phone /// phone plan I asked for./...,, how did it get this far? how do they not contact you or cancel your phone sooner than the months? And why was this sent ? to cover their tracks Your Auto Payment was not scheduled for [redacted] 188) My Account 2/15/ To: [redacted] @hotmail.com Picture of My Account From: [redacted] @USCellular.com You moved this message to its current location Sent: Sat 2/15/XX X:XX PM To: [redacted] @hotmail.com Be careful! This sender failed our fraud detection checks This message is to notify you that your latest U.SCellular(r) bill exceeds the maximum payment amount set in your preferences and will not be processedPlease visit uscellular.com/myaccount to pay online or to change your maximum payment amount setting We appreciate your prompt attention to this matter If you have any questions regarding your account, please contact us Final Business Response / [redacted] (4000, 20, 2014/03/01) */ March 1, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] 's rebuttal complaint regarding the balance due on his account and the life line price planMr [redacted] states that the second line on his account is a feature phone and that he requested to have one phone canceledMr [redacted] says that the phone that should be canceled has not been used for over monthsMr [redacted] feels that U.SCellular should have notified him that his payments were not being made and should not have waited months to let him know that he had a balance dueMr [redacted] feels that we have not met his needs and is requesting that we take a closer look at his records I certainly understand the confusion and frustration that has been caused by this situationI regret to hear that Mr [redacted] feels that we have not thoroughly reviewed his information to assist himI will be [redacted] to review Mr [redacted] 's account to further address his concerns I have reviewed Mr [redacted] 's account and I noticed Mr [redacted] contacted our Customer Service Department on June 17, and placed line ending in [redacted] on a short term suspendMr [redacted] was advised that the short term suspension would last for daysWe also sent a letter to Mr [redacted] to confirm the short term suspensionThe short term suspension ended on August 17, and the line [redacted] was restoredAnother letter was sent to Mr [redacted] to notify him that the service was restoredMr [redacted] contacted our Financial Services Department on September 3, and was advised that the account balanced was $Mr [redacted] made a payment on September 4, in the amount of $The next interaction we had with Mr [redacted] occurred on December 9, 2013, in which Mr [redacted] inquired about his lifeline discount and wanted to know about canceling a lineOur Customer Service Department transferred Mr [redacted] to our Customer Relation Department and Mr [redacted] was advised of the process of a Change of Ownership to his father's account to lower his monthly service chargesMr [redacted] ended the call with our Customer Relations Department and no changes were made Ms[redacted] in October 2013, U.SCellular sent emails to notify our customers that were enrolled in the auto pay feature, that the auto pay feature was being disabled due to the billing delay issues that we were experiencingU.SCellular disabled the auto pay feature because we did not want to overcharge our customers and cause additional inconveniencesThe email stated that customers can choose to manually make payments on their accounts or allow the auto pay to deduct the full balance due on the account, after the feature was restoredThe auto pay feature was restored in December U.SCellular also sent email notifications to all customers enrolled in the auto pay feature, stating that the auto pay feature would be resumed and would start processing on the next billing statement to produce Mr [redacted] 's service was active during the whole time that we were experiencing trouble with our billing delaysMr [redacted] has not made a payment to his account since September 4, Mr [redacted] received the email letting him know that we were unable to process his payment for the balance due on the account, since he has a payout limit setupMr [redacted] 's service has been suspended for non-payAs mentioned in our previous responses, we are unable to process any price plan changes on the account until the account is restoredIf Mr [redacted] would like to make a payment to his account, he [redacted] contact our Financial Services Department by dialing XXX-XXX-XXXX from any phoneI truly hope this information is helpful and I sincerely apologize for any confusion that [redacted] have been caused Mr[redacted] I greatly appreciate your time and the opportunity to assist with Mr [redacted] 's concernsShould Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

How this company remains afloat, I do not know Every employee, whether in the store or using phone support, knows and spouts different information, leading to disorganization, chaos, and a *huge [redacted] waste of the customer's time Signing up for service or changing your service should be easy You can do it at [redacted] or [redacted] in minutes or less, and you know that the representatives *really know [redacted] what they're talking about Dealing with US Cellular, it took my and another family member *hours [redacted] (we're talking ~6, cumulative) to set up and get straight our service, and the feeling I got from the representatives was that they really weren't sure what they were doing Definitely not a warm-and-cozy feeling years later, I go to switch carriers AT&T was able to pomy number and get my account set up with no problems in less than minutes, using the cellular phone I purchased and bought at US Cellular It didn't work immediately, however, because the phone was locked to US Cellular's network [redacted] gave me the number for US Cellular's customer service to get it unlocked The US Cellular rep told me she had to fill out an on-line form on her end, and submit it It would take to business hours for the phone to be unlocked Long story short, it took *[redacted] hours (days) and *daily calls [redacted] to US Cellular to make sure they were doing what they were supposed to be doing, to get the phone unlocked They ended up having to resubmit the form twice more before one day, it was magically unlocked DO NOT TRUST THAT US CELLULAR REPS KNOW WHAT THEY ARE DOING I would sooner buy a simple track phone than entangle myself with that company, ever, *ever [redacted] again BE WARNED

Initial Business Response / [redacted] (1000, 10, 2014/03/06) */ March 6, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] 's complaint about not being able to resolve a billing issue when he had ordered a phone and the wrong phone had been sent to himMr [redacted] had stated in his complaint that he had paid $for the phone and was having a hard time getting the charge credited back to his credit cardHe also stated that he had gone to one of our stores and that the store was too busy to return the wrong phone so they told him to return the equipment and gave him back the phone that had been ordered in errorMr [redacted] said he had to make a trip to a different store location so they could give him the return label and they were able to pack the phone for him where all he had to do was stop by the Postal Service so it could be returnedMr [redacted] also said he made two phone calls to U.SCellular trying to get a credit for the $369.25, but that the refund did not happen so he disputed it with his banking institution and they were able to get that taken care of but that the charge had been added to his current bill and he feels like he has over paid and that his bills have been inconsistentMr [redacted] 's desired resolution is to get the $charge off from his current bill and stop being overcharged Ms[redacted] I will be [redacted] to research Mr [redacted] 's account to see what I can do to help himI want to apologize to Mr [redacted] for his billing issue taking this long to get resolved and for the inconvenience he was put through at the first store he visited where he had to make a second trip to a different store to be able to get the return label that was needed so he could return the phone that was ordered incorrectly Customer satisfaction has always been our company's primary goalWe strive to provide all of our customers with the ideal experience in all dealings with our companyI recognize that we did not meet these expectations when this issue was not resolved in a timely manner and when Mr [redacted] mentioned in his complaint that he had to go to two different stores so he could get what he needed to be able to return a phone that was mailed in errorI am so truly sorry for all this inconvenience and frustration that these issues had caused Mr [redacted] Ms[redacted] in my research I was able to find out that the charge has been removed from Mr [redacted] 's account and we have credited a total of $which shows him having a credit balance of -$in his favor and we sent him notification that this issue has been resolved with a breakdown of what he could do to keep a constant monthly balance and not have it be inconsistent Should Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support Final Consumer Response / [redacted] (2000, 12, 2014/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) We will keep monitoring our account but so far U.SCellular has: Removed the charge for the wrong phone from our bill Provided an appropriate credit to our accountExplained what the cost of our plan should look like from this point forward It took almost months to resolve thisWe appreciate your help with this matter Revdex.com and will re-open the case if we feel that U.SCellular is not following through with their billing agreement

I was a U.SCellular customer for around yearsI have had overwhelmingly negative experiences in dealing with customer service representatives thereI was using a cheap prepaid phone plan--being a college student, it was what I could affordI decided to sign up for automatic billing, so that I would not have to worry each month about my bill getting paidWhen I signed up, I got billed twice--once was the authorized charge that I paid in-store, and I also got billed by their automatic system, which was supposed to start the next monthThis second charge caused an overdraft in my meager checking accountWhen I went back to the store and waited the requisite 45-minutes to be able to talk to a representative and explain my problem, three or four separate employees that I talked to explained to me that even though I was charged incorrectly, it was against policy to refund the money to meAlso, due to some unforeseen charge, the balance in my account would not be enough for the next whole month of serviceAs they are weird about amounts that you can add to your account, I would always have a positive balance, through no fault of my own--not to mention that I needed the money for other life-sustaining things! Long story short, I had to call my bank to find out what information I would need to write a letter detailing this fraudulent, unauthorized chargeOnly when I called back to the store detailing my plan of action did they agree to refund my moneyWhile I have no doubt that their employees were merely following this dubious company policy, it would have been nice to not be treated as a nuisance for merely demanding fair business practicesThe sad thing is, I stayed with the company, tried again to use their automated billing system, and the very same thing happened to me again, even though I was assured it would not happenVery disappointing

On April 24, 2016, I was going to be late with my payment if I sent a check, so I called US Cellular to pay it over the phoneI had my checkbook in front of me and read the routing number and bank account number from it I thought a number was read back to me incorrectly, so I corrected it and whoever I talked to indicated they had it I have a confirmation number This month, my bill was reflecting last month's charge as a late chargeWhen I called to say I believed a mistake was made, I was told that my bank wouldn't pay because they were given an incorrect number THIS WAS BECAUSE OF A US CELLULAR EMPLOYEE'S ERROR....NOT MINEToday I was told I could not pay in full by giving my bank's routing number and checking account number.....it would have to be on my debit card "to be sure the funds were there." And if that erroneous "late charge" weren't paid in full, it could result in my service being shut offI DON'T LIKE TO PAY WITH CARDS I HAVE BEEN A CUSTOMER FOR A VERY LONG TIME, HAVE ALWAYS PAID MY BILLS, AND WAS MADE TO FEEL LIKE A DEADBEAT TODAYI was not allowed to know the incorrect number that was apparently given to my bank so that I could discuss it with the bank, nor could I talk to whoever I talked to at US Cell that last timeIt was either my debit card number or nothing I'll be sending a check for the full amount in today's mail If my service is discontinued before this is all processed, of course, I'll be going to another carrier Until today, I have always been satisfied with US Cell.....but today has definitely left a bad taste in my mouth!! I believe there should be enough courtesy to allow a customer to talk to whoever made the error on their account, or to be able to resolve what incorrect number was entered so that it could be made clear that it must have sounded similar over the phone and the "late charge" should have been corrected so that a payment in full could have been made from my checking account over the phone so that everything was taken care of without the threat of discontinued service

Initial Business Response / [redacted] (1000, 10, 2014/08/13) */ August 13, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX [redacted] Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the complaint listed above received August 12, As a member of U.SCellular's Customer Resolution Support Team, I am responding to the complaint filed by Mr*** Mr [redacted] stated he was having trouble with his current phoneHe decided to see what the hype was with the iPhoneHe found an iPhone 5s on the Facebook garage sale site, for $He then called U.SCellular and gave us the serial number and we advised it was okay to activateHe was advised to call back from another line to active the phone, he paid for the phone and when he returned home he called back to try to activate the iPhone 5sAfter being on the phone for an hour, Mr [redacted] was advised he couldn't activate the iPhoneMr [redacted] was disappointed that we did not advise him we would need tray to activate the phone to see if it was in good standingAfter Mr [redacted] purchased the phone he was advised we would not be able to activate the device and now he is out of the $Mr***'s desired settlement was for U.SCellular to take responsibility for the misinformationMr [redacted] is now stating he is terminating service after seventeen years due to the misinformation and lack of concern of U.SCellular's part Ms[redacted] I am sincerely sorry for all the inconvenience Mr [redacted] has experienced when trying to activate the iPhone 5sCustomer satisfaction has always been our company's primary goal, and we appreciate the feedback that Mr [redacted] has provided regarding his experience with U.SCellular(r) After researching Mr***'s account, I confirm he called in on July 28th with the serial number to research if the device was able to be activatedI greatly apologize; we should have advised Mr [redacted] of the risk of purchasing a used deviceThe requested device must not be associated with a financial account that was cancelled for non-payment or fraud, the device must not be associated with a Retail Installment Contract with remaining installments, nor currently associated with an active subscriber line, the old customer must have completed the contract terms associated with the device and the requested device must not be associated with a Phone Replacement or Device Protection claim filed for a Lost or Stolen deviceAs you can see Ms[redacted] there are many things that would need to be cleared before being able to active a used device Ms[redacted] I understand that Mr***'s phone is a vital connection to his family and friends and can certainly appreciate how upsetting it is when spending $on device that cannot be usedI am disappointed that this experience has caused Mr [redacted] to consider terminating serviceCustomer satisfaction has always been our company's primary goalWe strive to provide all of our customers with the ideal experience in all dealings with our companyI recognize that we did not meet these expectations and I can understand the frustration it causedWe want to take this opportunity to show our appreciation for Mr***'s honest feedback Ms[redacted] we are determined to make this right for Mr***I would like to offer Mr [redacted] to return his iPhone 5s to our Customer Relations Department, in good working order and we will replace it for a used for used iPhone 5s, with a maximum of gigabytesI hope Mr***, knows we are doing all we can to make this right and I hope he will reconsider canceling service, as we would not want to lose him as our customer I would like to take this opportunity to thank Mr [redacted] for his seventeen years of service with U.SCellular(r) and I appreciate the opportunity to address his concernsWe look forward to speaking with Mr [redacted] to resolve the issue in a timely mannerShould Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

US Cellular has the worst coverage I have seen from a cell companyall the commercials say better service in the middle of nowhere BUT THATS A LIEI have spent more then months try to get my phone signal fix but all they say is that I need to buy a new phonethen when I try ask about my ETFi found out that their share plans are under contractI never signed anything on the matterfor my time that I had no service they refuse to do anything about it to make it right on my lostIf I was any of you guys stay far away for this company